AWA Advance Work Assignment is not working.

[basantsoni]

Hi All, 

Good Day!

I was looking for a solution in ServiceNow where I have to route cases/incidents to an assignment group and whoever is an available agent from Group then assigns cases to that agent's. I have read ServiceNow documents and communities and we found that there is Application in ServiceNow AWA Advance Work Assignment where we can define and achieve this. 

As per ServiceNow documents I have created Service Channel/Queue and Assignment Eligibility but when we are raising cases/incidents nothing is happening. We are doing all of this innovative UI and we are using Agent workspace. 

To achieve this , Please provide your valuable response. 

Thanks, 

[Thomas Lindenho]

Looks like you have done everything correct 🙂

Just set the state to available in agent workspace as Abel and the work items showed up in the inbox.

I think you are ready to go.

[basantsoni]

Hi Thomas, 

Sorry for the late reply, and thanks for your valuable response.

So in this design, Based on conditions in Service Channel and Queue , tickets will be routed into available agents inboxes in Agent Workspace.

In another window, I logged in with another browser with user # Able Tutor. 

But, I'm creating cases and incidents as per define conditions for Service Channel but tickets - cases and incidents are getting assigned onl into Queue and it's not coming into Agents inboxes. I have checked Work Items In-assignee and I can see the state is Queue only. 

Can you please take a look at where I'm making a mistake. 

Thanks, 

[S Ram]

Hi, Any luck with getting this to work? I'm having the exact same issue where I have configured Service channels/queues/assignment eligibility etc...but when a work item is created its not assigning to the group.

Any help would be greatly appreciated, thanks! 

[S Ram]

@basantsoni The issue finally got resolved at my end. Pls have a look at this article that I just published which articulates the issue along with the steps taken to resolve: https://community.servicenow.com/community?id=community_article&sys_id=b45bb8b5db8af858fb115583ca961932

[S Ram]

@basantsoni The issue finally got resolved at my end. Pls have a look at this article that I just published which articulates the issue along with the steps taken to resolve: 

https://community.servicenow.com/community?id=community_article&sys_id=b45bb8b5db8af858fb115583ca961932